In the Suggested keywords and description dialog, do the following: Select the View suggested keywords and description link. The View suggested keywords and description link appears. In the article Content section, add the content for your knowledge article and then select Save. If any of the fields that the model uses to generate suggestions are empty, you'll see messages such as "There was a problem finding suggested keywords" or "There was a problem finding a suggested description". However, either the Title or Content fields-or any other corresponding mapped fields set by the administrator-must contain some value for suggestions to be generated. More information: Configure AI suggestions for article keywords and description If your administrator has enabled keywords and description suggestions, you can select and enter your preferred keywords and descriptions when authoring or updating knowledge articles. Use AI-suggested article keywords and descriptions Posts about knowledge article-related activities will begin appearing in the Timeline section. Select the icon to pin the stage flyout vertically. You can mark the article complete by selecting the checkbox at this stage. The knowledge article author must be a single user (not a team) in order for it to be searchable and to load properly. Once a new article is created, the author value will be replicated to Primary author if it is a system user but not a team. By default, the user who creates the article is the primary author. In the Assign Primary Author dropdown list, choose a person who is responsible for maintaining the article content. In the Article Subject dropdown list, choose the subject of the article to help with article searches. In the Set Keywords text box, add keywords for your article. On the Business Process flow bar, select Author. You can customize the stages in the Business Process flow to suit your requirements. The Business Process flow bar guides you to drive the article toward completeness. The stages are New Process, Author, Review, and Publish. More information: Use the rich text editor to create knowledge articles and emailsĪs the article is saved, the Business Process flow bar appears for the article. If this is the case, you'll need to resize to a larger space. If you can't use the features, your editing space is too small. Use the rich text editor command bar options to format and style your content. In the Content section, add the content for your knowledge article.Īs soon as you select inside the editor space, the rich text editor command bar appears. This appears in the search results and is used for search engine optimization. Separate keywords with commas.ĭescription: Type or select a short description of the article. These keywords are used to search the knowledge base for articles. Keywords: Type or select keywords for the article. Title: Type a descriptive title that communicates the subject and purpose of the article in a concise manner. In the Article Content section, fill in the following details: You’ll be on the Content tab of the knowledge article. In the Customer Service Hub sitemap, go to Service > Knowledge Articles. By default, these permissions are added to the roles of knowledge manager, customer service manager, or customer service representative. You can author, edit, search, publish, and translate the knowledge articles in the Customer Service Hub.Įnsure that you have Create and Read permissions on the Knowledge Article entity. Add images and videos to your articles to explain things better and make the articles engaging. Turn your customer questions, issues, and feedback into knowledge articles, so other service reps can benefit from them. It is also available in search and can be translated. If the article is approved, it is published on the portal. If the article is rejected, it is sent back for edits or updates. The reviewer can approve or reject the article. Create an article and mark it for review. The following diagram describes the default process for creating and using knowledge articles in the Customer Service Hub. More information: Work with knowledge articles Knowledge management process You must use the newer KnowledgeArticle entity for knowledge management in Dynamics 365 Customer Service. This means we don't expect you to use these entities anymore. The entities KBArticle, KBArticleTemplate and KBArticleComment are now deprecated.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |